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Topic starter
One customer using a sentinel hardware dongle for PcVue faces the following issues :
The dongle is plugged and works (green light and recognized with sentinel medic
).
After a certain amount of time, the dongle is not recognized (green light off)
The dongle appears in the windows device manager but is not recognized with Sentinel medic(see attached picture
).
If we unplug the dongle and plug it again (without restart the system), it works fine until the next failure.
We checked that the computers doesn’t have antivirus nor firewall and there’s no sleep mode configured.
We also we cleaned the driver using SSD cleanup and reinstalled the Sentinel driver with no positive effect
Reproduced with different stations under WXP : DYNICS, IBM NUeovo, DELL server (W2008SRVR2),
Do you know this kind issue? Can you help us to solve this issue?
Posted : 09/08/2012 7:02 pm
When we have that kind of issue we recommend to the user to change the dongle by another one to see if it's the same result...
Then you will know if it's a dongle problem or more system
Posted : 10/08/2012 7:12 am
Topic starter
Another dongle doesn't have the issue on the same box. BUT the dongle which has the issue on this box doesn't have the issue on another box...
So I think it's a system issue with USB "sleep" mode or something. the fact is that somehow the system recognize a specif dongle and apply the same behavior to it...
We have asked Safenet...still wait for their help
Posted : 11/08/2012 12:23 am
What is the key number?
One customer had something similar with key 37969. We replace it and hope it will work.
Maybe a bad production!
Posted : 20/08/2012 2:50 pm
Topic starter
Yes, but we already sent them different dongles and they had the same issue.
Posted : 21/08/2012 10:32 pm
Ok so please find the solution and share it.
I will probably need it 🙂
Posted : 22/08/2012 1:08 pm
Topic starter
A ticket is opened with Safenet...I'll you kknow!
Posted : 22/08/2012 5:08 pm